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USPS SSA Academy Questions and Answers
USPS Mission
Ans: Provide a reliable, efficient, trusted, and affordable universal
delivery service that connects people and helps businesses grow.
USPS Vision
Ans: A Postal Service that enables all citizens to connect, businesses to
grow, and communities to thrive in a digital world
Does the Postal Service receive tax money?
Ans: No. The USPS Postal Service receives no tax dollars for operating
expenses and relies on the sale of postage, products, and services to fun
operations.
What is the USPS's annual revenue?
Ans: $69 billion
What percent of the world's mail does the USPS serve?
Ans: 47%
What makes the USPS different from other shipping services?
Ans: The USPS is the only service that reaches every address
What are the three goals of USPS?
Ans: Deliver high-quality services, provide world class customer
experiences, and ensure a safe workplace and an engaged workforce
What is the number one agency Americans rated as trusting to
protect their privacy?
Ans: The Postal Service
© 2025 All rights reserved
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What is part of your job as a member of the USPS?
Ans: Maintaining America's confidence in the mail by protecting the
Postal Service, securing the nation's mail system, and ensuring public
trust in the mail
What must USPS employees do to maintain public trust in the
mail?
Ans: Protect the security and sanctity of the mail in its custody from
unauthorized opening, inspection, reading of contents or covers,
tampering, delay, or other unauthorized act
What are four examples of issues related to security and sanctity
of the mail?
Ans: Theft, destruction or damage of mail, delay of mail, and opening
What does USPIS stand for?
Ans: U. S. Postal Inspection Service
Describe a Sales and Services Distribution Associate (SSDA)
Ans: Performs many of the same duties of an SSA; however, they also
support the back office distribution functions
Describe a Lobby Assistant
Ans: Helps customers identify mailing needs, ensures customers
complete required forms before they reach the window, and answers
customer questions
Describe a Lead Sales and Services Associate (LSSA)
Ans: Maintains a comprehensive working knowledge of regulations
ruling policy and procedures relating to all phases of retail services.
Provides technical guidance to retail employees assigned to the unit,
informing them of changes or clarifications in policies, procedures,
operations, or regulations
Describe a postmaster/manager
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Ans: Business leaders and community anchors that make local contacts
the Postal Service needs to increase its share of the shipping market
Describe a Sales and Services Associate (SSA)
Ans: Your teammates. You support each other by ensuring the correct
processes are followed and customer needs are met
Describe a Supervisor
Ans: Responsible for ensuring that employees are properly trained and
well informed
What factors influence customer perceptions?
Ans: Being a personal professional, and having the right product
offerings.
What are the "six retail moments that matter?"
Ans: 1. Deliver your first impression, 2. Act with courtesy and urgency,
3. Keeping it clean, 4. Delivering the pride inside, 5. Transitioning
between the back and front, 6. Solutions are your specialty
What is a part used for active listening?
Ans: Paraphrasing statements in your own words and repeating key
information to the customer for clarification is part of active listening
What are five essential elements of active listening?
Ans: Demonstrate an open and respectful demeanor, provide verbal and
non-verbal questions, seek clarification, do not make assumptions,
provide feedback
What is S. O. L. E. R.?
Ans: Squarely face the person, open your posture, lean towards the
sender, eye contact maintained, relax while attending
What is an active listening technique?
© 2025 All rights reserved
USPS SSA Academy Questions and Answers
USPS Mission
Ans: Provide a reliable, efficient, trusted, and affordable universal
delivery service that connects people and helps businesses grow.
USPS Vision
Ans: A Postal Service that enables all citizens to connect, businesses to
grow, and communities to thrive in a digital world
Does the Postal Service receive tax money?
Ans: No. The USPS Postal Service receives no tax dollars for operating
expenses and relies on the sale of postage, products, and services to fun
operations.
What is the USPS's annual revenue?
Ans: $69 billion
What percent of the world's mail does the USPS serve?
Ans: 47%
What makes the USPS different from other shipping services?
Ans: The USPS is the only service that reaches every address
What are the three goals of USPS?
Ans: Deliver high-quality services, provide world class customer
experiences, and ensure a safe workplace and an engaged workforce
What is the number one agency Americans rated as trusting to
protect their privacy?
Ans: The Postal Service
© 2025 All rights reserved
, 2 | Page
What is part of your job as a member of the USPS?
Ans: Maintaining America's confidence in the mail by protecting the
Postal Service, securing the nation's mail system, and ensuring public
trust in the mail
What must USPS employees do to maintain public trust in the
mail?
Ans: Protect the security and sanctity of the mail in its custody from
unauthorized opening, inspection, reading of contents or covers,
tampering, delay, or other unauthorized act
What are four examples of issues related to security and sanctity
of the mail?
Ans: Theft, destruction or damage of mail, delay of mail, and opening
What does USPIS stand for?
Ans: U. S. Postal Inspection Service
Describe a Sales and Services Distribution Associate (SSDA)
Ans: Performs many of the same duties of an SSA; however, they also
support the back office distribution functions
Describe a Lobby Assistant
Ans: Helps customers identify mailing needs, ensures customers
complete required forms before they reach the window, and answers
customer questions
Describe a Lead Sales and Services Associate (LSSA)
Ans: Maintains a comprehensive working knowledge of regulations
ruling policy and procedures relating to all phases of retail services.
Provides technical guidance to retail employees assigned to the unit,
informing them of changes or clarifications in policies, procedures,
operations, or regulations
Describe a postmaster/manager
© 2025 All rights reserved
, 3 | Page
Ans: Business leaders and community anchors that make local contacts
the Postal Service needs to increase its share of the shipping market
Describe a Sales and Services Associate (SSA)
Ans: Your teammates. You support each other by ensuring the correct
processes are followed and customer needs are met
Describe a Supervisor
Ans: Responsible for ensuring that employees are properly trained and
well informed
What factors influence customer perceptions?
Ans: Being a personal professional, and having the right product
offerings.
What are the "six retail moments that matter?"
Ans: 1. Deliver your first impression, 2. Act with courtesy and urgency,
3. Keeping it clean, 4. Delivering the pride inside, 5. Transitioning
between the back and front, 6. Solutions are your specialty
What is a part used for active listening?
Ans: Paraphrasing statements in your own words and repeating key
information to the customer for clarification is part of active listening
What are five essential elements of active listening?
Ans: Demonstrate an open and respectful demeanor, provide verbal and
non-verbal questions, seek clarification, do not make assumptions,
provide feedback
What is S. O. L. E. R.?
Ans: Squarely face the person, open your posture, lean towards the
sender, eye contact maintained, relax while attending
What is an active listening technique?
© 2025 All rights reserved
